本文選題：呼叫中心 + 服務(wù)運(yùn)營(yíng)管理��； 參考：《電子科技大學(xué)》2013年碩士論文

【摘要】：全球電信市場(chǎng)的競(jìng)爭(zhēng)越來(lái)越激烈，電信設(shè)備制造商們向客戶提供的各種設(shè)備的價(jià)格在不斷的下降，并且獲得的利潤(rùn)也在減少。設(shè)備制造商們?yōu)榱双@得生存空間和擴(kuò)大發(fā)展，只能尋求創(chuàng)新，在售后服務(wù)的內(nèi)容和品牌方面提供新的手段，以此來(lái)提高客戶滿意度，穩(wěn)固現(xiàn)有的市場(chǎng)同時(shí)擴(kuò)大新興市場(chǎng)的份額。企業(yè)形象、公司的營(yíng)銷理念、技術(shù)實(shí)力和品牌效應(yīng)都可以在給客戶提供的服務(wù)上得到體現(xiàn)，而且客戶服務(wù)越來(lái)越具有市場(chǎng)的特征，將使企業(yè)獲得一個(gè)良性競(jìng)爭(zhēng)的優(yōu)勢(shì)，結(jié)果使客戶得到更多的利益。近年來(lái)電信運(yùn)營(yíng)商的運(yùn)營(yíng)規(guī)模和產(chǎn)業(yè)規(guī)模發(fā)展非常的迅速，運(yùn)營(yíng)商提供給普通消費(fèi)者的產(chǎn)品所包含的服務(wù)量越來(lái)越大，因此就反過(guò)來(lái)要求制造商們提供的服務(wù)效率更高。同時(shí)運(yùn)營(yíng)商的服務(wù)需求也在不斷的變化，各個(gè)方面的需求也向更高的層次邁進(jìn)。因此運(yùn)營(yíng)商也改變了尋求技術(shù)支撐的傳統(tǒng)方式，他們需要更多更通暢的服務(wù)，因此屬于客戶服務(wù)的呼叫中心順應(yīng)客戶需求發(fā)展非常迅速 本論文結(jié)合服務(wù)運(yùn)營(yíng)管理的理論基礎(chǔ)，根據(jù)呼叫中心服務(wù)運(yùn)營(yíng)管理的原則和衡量呼叫中心服務(wù)運(yùn)營(yíng)管理度量標(biāo)準(zhǔn)，從呼叫中心管理的實(shí)際問(wèn)題出發(fā)，對(duì)呼叫中心的服務(wù)運(yùn)營(yíng)管理現(xiàn)狀進(jìn)行了系統(tǒng)描述，，對(duì)影響呼叫中心服務(wù)運(yùn)營(yíng)的關(guān)鍵指標(biāo)做了統(tǒng)計(jì)和分析，找到了影響呼叫中心服務(wù)運(yùn)營(yíng)管理的幾個(gè)關(guān)鍵因素，并針對(duì)性的提出呼叫中心的服務(wù)運(yùn)營(yíng)管理優(yōu)化策略和措施并進(jìn)行效果評(píng)估，并得出相應(yīng)的研究結(jié)論。
[Abstract]:Competition in the global telecommunications market is becoming increasingly fierce, with the prices of various devices offered to customers by telecom equipment manufacturers falling and the profits being reduced. In order to gain the living space and expand the development, the equipment manufacturers can only seek innovation and provide new means in the content and brand of after-sales service, so as to improve customer satisfaction, stabilize the existing market and expand the share of emerging market. Corporate image, marketing concept, technical strength and brand effect can all be reflected in the service provided to customers. Moreover, customer service has more and more characteristics of the market, which will enable the enterprise to obtain a healthy competitive advantage. The result is more benefit for the customer. In recent years, the operation scale and industrial scale of telecom operators have developed very rapidly. The products provided by operators to ordinary consumers contain more and more services, which in turn require manufacturers to provide more efficient services. At the same time, the service demand of operators is also constantly changing, all aspects of the demand is also moving to a higher level. As a result, operators have also changed the traditional way of seeking technical support. They need more and more smooth services, so call centers that belong to customer service develop very quickly to meet customer needs. This paper combines the theory foundation of service operation management, according to the principle of call center service operation management and the measure standard of call center service operation management, starts from the actual problem of call center management. This paper systematically describes the current situation of service operation and management of call center, makes statistics and analysis on the key indexes that affect the service operation of call center, and finds out several key factors that affect the operation and management of call center service. Finally, the optimization strategy and measures of call center service operation management are put forward and the results are evaluated, and the corresponding research conclusions are obtained.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F274;F626

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